Executive Update

An Alternative View: Customer Care Applications

Posted June 26, 2017 in Business & Enterprise Architecture, Data Analytics & Digital Technologies
Sebastian Konkol

When it comes to IT systems in the customer care area, we keep arriving at the same idea: a trouble ticket reported by a customer and resolved in the scope of a customer care process. We organize all interactions around a process measured by key performance indicators (KPIs) and optimized for efficiency metrics, ignoring the fact that it is not process efficiency that our customers value. This Executive Update provides an alternative: a Semantic Web–based view of customer care solutions.

About The Author
Sebastian Konkol
Sebastian Konkol is a Senior Consultant with Cutter Consortium's Business & Enterprise Architecture practice. He is an enterprise startup and strategy consultant and the owner of the consultancy firm TwisterSolve. Mr. Konkol specializes in strategic IT planning, business technology partnerships from both the technology and organizational perspectives, and fostering new technology management methods supported by social psychology. He provides… Read More
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